This forty hour course is intended for new telecommunicator personnel with 0-3 months of experience.

The course is a highly facilitated Problem Based Learning course requiring student participation and interaction.

We ask that all participants bring a copy of the agency mission statement with them to the course. These mission statements are posted in the classroom and instructors and students will refer back to them throughout the week as tie back various learning points that are included in your agency’s mission.The goal of this activity is to help make your mission statement (or values & goals) into a living document which ties learning and performance directly back to those statements.

The topics covered in Telecommunicator I: Basic Call Taker:

Comm Center and E-911 System Overviews

Current and Emerging Technologies

AMBER Alert Overview and Information

Role of the Telecommunicator

Revised Active Listening Attitudes and Techniques Skills

Revised Customer Service

Group and Team Dynamics

Introduction to Stress Management

Introduction to the Incident Command System

Revised Liability

Call Processing/Call Interviewing

Responder Safety

Callers in Crisis

Mentally Ill Callers

Suicidal Callers

Techniques to Deal with Challenging Callers

Emergency Medical Dispatch Overview

TTY/ADA issues and Dept. of Justice Recommendations for Equal Access to 9-1-1 Services